Scope of Services 2.1.1. The selected Vendor must operate and maintain the New Hampshire Rapid Response Access Point (NHRRAP) as a centralized crisis operation center that acts as a unified point of entry for individuals experiencing a behavioral health crisis, utilizing the State’s designated 10-digit, toll-free telephone number to provide statewide access. The selected Vendor must: 2.1.1.1. Ensure the twenty-four (24) hours per day, seven (7) days per week, 365 days per year center accepts telephone calls, texts, and chats through the state designated toll-free crisis line and from the federal 988 Suicide and Crisis Lifeline System from any individual in crisis; 2.1.1.2. Provide screening and assessment, triage, dispatch, and referral services to individuals for urgent behavioral health needs, as defined by the individual, including mental health or substance use support and suicide prevention pathways; 2.1.1.3. Direct referrals for NH Rapid Response Mobile Crisis Teams (RRMCT) and Rapid Response Crisis Stabilization Centers (RR-CSC); and 2.1.1.4. Receive emergency transfers from 911 and transfer calls to 911 when needed. 2.1.2. Staffing Requirements 2.1.2.1. The selected Vendor must ensure NHRRAP staffing supports NHRRAP specific roles including, but not limited to: 2.1.2.1.1. Crisis Operators/Dispatcher(s). 2.1.2.1.2. Peer Follow-up/Outreach Specialist(s). 2.1.2.1.3. Other roles as identified in collaboration with and approved by the Department. 2.1.2.2. The selected Vendor must assess data regarding contacts, contact volume and responses by RR-MCTs to set staffing requirements for the NHRRAP, which must be sufficient to provide coverage twentyfour (24) hours per day, seven (7) days per week, 365 days per year. 2.1.2.2.1. In the event that staffing levels result in answer rates below 93% and/or maximum contact wait time higher than 5 minutes, the selected Vendor must provide additional overflow capacity through an approved method developed, in collaboration with and approved by the Department, beyond the existing routing solutions offered as part of 988. 2.1.2.3. The selected Vendor must ensure that staff are available to operate the NHRRAP twenty-four (24) hours per day, seven (7) days per week, 365 days per year. The selected Vendor must ensure the personnel provided include, but are not limited to: 2.1.2.3.1. No less than 1 full-time equivalent (FTE) Program Manager to: 2.1.2.3.1.1. Coordinate the efforts of all staff serving the NHRRAP contract; 2.1.2.3.1.2. Act as the primary point of accountability and contact for the Department; 2.1.2.3.1.3. Direct and oversee the daily operations, including program milestones, deliverables, and budget; 2.1.2.3.1.4. Develop partnerships and collaborations with state agency partners, stakeholders, Medicaid, MCOs, and other entities; 2.1.2.3.1.5. Manage the interactive relationships with community groups; 2.1.2.3.1.6. Collect, investigate, and respond to complaints and critical incidents; 2.1.2.3.1.7. Facilitate dispatching and related needs for each of the RR-MCTs, RR-CSCs, and Doorways; and 2.1.2.3.1.8. Ensure adherence to uniform protocols across the crisis system.
